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http://dx.doi.org/10.11627/jkise.2014.37.4.90

Development of e-Service Quality Models for Mobile SNS Platform Analysis  

Kim, Chong Su (Department of Industrial and Management Engineering, Hannam University)
Publication Information
Journal of Korean Society of Industrial and Systems Engineering / v.37, no.4, 2014 , pp. 90-97 More about this Journal
Abstract
The mobile SNS is a promising e-service platform of the future. However, measuring its service quality is a challenge. An appropriate model for measuring service quality is required. This paper proposes e-service quality models for analyzing mobile SNS platform quality, based on previous service quality researches. An empirical study is performed on the proposed models. The results show that constructs of existing e-service models such as responsiveness and assurance do not fit the mobile SNS platform, and that loyalty and value are better measures for mobile service quality.
Keywords
e-Service Quality; E-S-QUAL; Mobile SNS Platform;
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Times Cited By KSCI : 2  (Citation Analysis)
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